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TCS Customer Newsletter
April, 2012 / Volume: 11 / Issue: 1
The centrality of the Customer within
the TCS universe is emphasized at
every step of the journey that TCS
people take from the time they join the
organization. “We pride ourselves on
being Customer-centric and the entire
focus at TCS is on increasing the
sensitivity of the Organization to your
needs that achieves a seamless
interface between our responses to
your stimuli,” says CEO Saqib
Hamdani. ‘Seamless interface’ is the
term that drives the TCS people across
the board in their pursuit of excellence.
Customer Service has an intimate
relationship with all the TCS
departments and divisions. Customer
Service is the bridge between the
customer, operations, sales, and retail.
All customer concerns relating to TCS
services come to Customer Service.
The most recent induction at the TCS
Customer Service Department is Kiran
Dhamani. She holds the fort at the
newly established Customer Service
Development section, and brings to
her job an unconventional education
mix of Commerce, International
Relations, HR and Marketing. Feroze
Ahmed heads the Customer Service
department at TCS and moderates the
unbounded enthusiasm of his team
with a resource warning. “Our objective
is to deliver better quality customer
services possible within the resources
that we have. We focus on the
continuous improvement of our
people’s skills and our processes and
levels of innovation.”
Continued page 04
On behalf of the TCS People and
our Chairman Mr. Khalid Awan, it is
my privilege and pleasure to
welcome you to another edition of
TCS CONNECT that provides for
you, our esteemed and valued
customer, an insight into the vibrant
world of TCS where we pride
ourselves on being Customercentric. Our entire emphasis is on
increasing the sensitivity of the
Organization to your needs in a
manner that achieves a seamless
interface between our responses to
your stimuli.
In this issue our cover story goes
behind the scenes and brings for you
a detailed account of our Customer
Service Department, its people and
dynamics. Our Voice of the Customer
Department is busy in getting feedback
from you to further improve our
02 April, 2012 / Volume: 11 / Issue: 1
services, and we are happy to have
received the Consumer Choice Award
from the Consumer Association of
Pakistan. I assure you that this award
will not make us complacent, and we
shall remain on our toes, forever
vigilant in our quest for what more we
can do in attaining and retaining world
class.
On two prestigious occasions recently
our Chairman Mr. Khalid Awan raised
the curtain on the future direction that
TCS shall take. At the Management
Association of Pakistan’s annual
conference and the Royal Aeronautical
Society’s seminar Mr. Khalid Awan
expressed his vision of drawing TCS
even closer to the grassroots by
enhancing the TCS focus on the
Business-to-Customer segment
through new and innovative financial
services products. In this issue we
carry a detailed report that articulates
our Chairman’s thoughts.
TCS is fully cognizant of the role
express logistics is playing in reversing
the slide in Pakistan’s economic
activity. We have made huge
investments in our people, processes,
technology and physical infrastructure.
This has vastly increased our ability to
handle volumes, a fact that we are
now leveraging in our quest for
continuous improvement in the service
of you, our esteemed and highly valued
customer.
We at TCS are committed to
continually engage in developing our
human resource in pursuit of the
optimal mix of people, processes, and
technology. Thank you for giving us
your vote of confidence.
Saqib Hamdani
Courier Farrukh Zargoon #30730 is in
General Delivery and services the
Muslim Town route in Lahore that
includes Ghaddafi Stadium. He joined TCS
in 2000, and is 38 years old. Farrukh is
married with 5 kids, 4 of whom are daughters
at the ages of 9, 7, 5, and 1 year, and one 3 years
old son. Farrukh was all set to pursue his education at
Mayo College, but could not due to family problems and the need to generate an
income. His first job was as part time eye ward in-charge at Jalaluddin Hospital
in Lahore (1992-95). He then worked at a corrugated cartons factory in Lahore
as manager (1996-98), and then moved to a pharmaceutical factory as storekeeper. In 1998 he found placement at the courier company OCS, and stayed
there until 1999.
“While working for OCS I often felt I should be in TCS because it was the market
leader,” says Farrukh. “One day I gave the interview and was selected, and only
then did I realize what it meant to work for a proper organization with systems and
processes. Guiding the new couriers I explain to them that TCS provides them
with a vast and comprehensive system to back their efforts. This system includes
aircrafts, trucks, motorbikes, and over 2000 shops. That provides the basis of the
quality aspect of TCS, which is further fortified by the core value ‘profitability
through efficiency’. We come to work at 5am and are making deliveries by 7.30am
when other office people are still waking up. These early morning deliveries are
received by the security guards of offices who are on night duty. We also provide
same day and Sunday deliveries, and also deliveries on special occasions like
Eid which we invariably spend on our motorbikes engaging with our custpmers.”
World of TCS
CEO’s Message
2
Message from the Frontlines
3
Consumer Choice Award
7
Chairman TCS at MAP & RAS
9
HeadSpeak - Firoz Ahmed
12
Spotlight - Fakhar Ahmed Khan
13
Back-2-Future
17
Editorial
18
Zong at TCS
20
TCS Interdepartmental Cricket
20
Developing Human Capital
Sarmad Tariq Revisited
14
Suleman Ahmer on Strategic Visions 15
Dr. S. A. Rab on Creating Energy
from Synergy
16
Kudos for SouthAsia Magazine
18
Warrior Princesses All
19
Port Grand Ecotours
21
Volunteer Doctors at Baba Island
22
ArtNow Launched
23
Ladies and gentlemen,
Farrukh Zargoon
at your service!
www.tcs.com.pk 03
Continued from Cover
The definition of excellence exists
within the parameters imposed by
resource availability. “We improve our
people’s skills through a program of
continuous training and development,
businesses,” say Feroze.
Standardization and harmonization is
a very important objective as well.
“Having a standardized approach with
harmonized processes we will be able
to speak the same language. These
are the three deliverables that we have
a laser beam focus on. At the end of
the day we have to achieve a zero
defect approach to quality by improving
technology, performance, and
enhancing our customer experience.”
Regular Innovation
with an emphasis on an intimate
understanding of our processes, and
how they can be improved and
enhanced. There are customer
relations management tools and call
center tools that react favorably to
innovation. So our thrust is three
pronged – people skills, business
processes, and technology driven
innovation. It’s only when these three
combine together that we achieve our
deliverables and objectives.”
Optimize revenue generation through
recognizing and capitalizing on
opportunities is a priority focus at
Customer Services. “We do not do
tele-selling or tele-marketing here, but
we are developing the concept of upselling and cross-selling. We have also
started generating sales through TCS
insurance cover policies developed by
the TCS Financial division. 60 percent
of our calls are from customers seeking
delivery details, and these are not
annoyed customers and open to our
product suggestions. We will be
supporting our Sales department by
generating customer leads for them
across the entire spectrum of TCS
Customer value propositions can never
be static; they must be subject to
regular innovation. It's the same with
delivery - we focus on improving the
performance quarter after quarter, year
after year. TCS Customer Services are
leaders in crafting the customer
experience, and are continuously
working on innovative tools, high
performance models that aid customerfocused planning and execution to
achieve this kind of systematic
innovation and improvement. Few of
these initiatives include a Call Center
Live Dashboard/Wallboard; Visibility
of Shipment Progressive and Incidental
Checkpoints enhancing tracking
options on the website to international
standards; Dedicated and highly skilled
professionals for top customers;
Centralized Customer Care Desk for
Complaint Management; Establishment
of additional Contact Center in Lahore.
Witnessing Quantum
Gains
The Head of Customer Services at
TCS looks after four sections. There
is the Call Center, Customer Care, Key
Account Service and Development.
Nasreen Moin (Senior Manager
Customer Services) looks after the
portfolio of Key Accounts, servicing
187 key customers through 12 Key
Account executives providing one
window solutions to key customers in
Karachi, Lahore and Islamabad.
Nasreen has spent 11 years in
Customer Services, and says that she
has witnessed a quantum increase in
the level of activity, from dealing with
just inquiries to the development of
customer care and key customer
portfolios through the induction of
technology and the setting up of the
Contact Center. “It has been an
exhilarating experience growing with
the organization. I have learnt a lot
from the challenges that we have faced
and overcome.” Customer complaints
are the school books from which we
learn. At TCS we always try to
understand our customer. She adds
that the idea of having customer
facilitation centers in the main areas
of the city will bring TCS closer to its
customers. She believes that listening
to the customer is central to the
business. Nasreen brought to TCS a
formidable experience in the hospitality
trade, having earlier worked with the
Sheraton Hotel for 13 years.
Enhancing Customer
Satisfaction
Fahim Ullah Baig (Manager Customer
Services) joined TCS in 1990 as
Customer Services Officer at the TCS
Express Center in Karachi. It was his
first job, and he did his graduation in
Science alongside from the Islamia
College. Fahim was soon promoted to
Express Center Supervisor, then
Assistant Manager Customer Services,
and then Manager Customer Services
Islamabad where he spent the last 5
years before his promotion as Manager
Customer Care at the TCS Head Office
Customer Service Department. “There
are very few organizations where
people spend such long periods in
employment, and TCS is one of them.
The reason is that TCS offers great
opportunities for growth, and the
working environment is congenial. That
is why one sees a lot of employees
who have spent the last 20 to 25 years
of their lives here. Our prime goal here
is to enhance customer satisfaction,
and the Customer Service department
has a big role to play in this regard,”
he says. “I am also preparing Standard
Operating Procedures in the Urdu
language for the smaller branches and
stations. By getting closer to the
customers and their problems I have
been able to derive new Key
Performance Indicators for the
complaint resolution process.”
Through Fog & Rain
Syed Nayyer Mehdi (Manager
Operations Call Center) has been with
TCS for the past 6 years. He has a
Masters degree in the field of
Economics from the Karachi University.
He went to the USA in 2000 for higher
education and has worked there as a
manager at a franchise of Subway
Sandwiches & Salads. Nayyer returned
to Pakistan in 2003 and started his
professional career with CC Works (an
offshore Call Center) as a Tele-Sales
Representative. Prior to joining TCS
he worked with Arwentech as an
International Call Center Supervisor,
and Allied Bank as Manager Projects
– Call Center. Nayyer has worked on
various projects at TCS. He has been
a key link of the team which deployed
and developed Call Center at TCS. He
says that he has pretty much settled
in at TCS, and both the challenges and
growth opportunities keep him on his
toes. “In the month of January dealing
with the foggy weather is a major
challenge. The rainy season, doesn’t
help either. Our delivery schedules
take a hit pretty much every
www.tcs.com.pk 05
day, and we get loads and loads of
calls. Achieving the desired service
level is a major challenge, considering
the performance bar is being raised
all the time.”
Rebel with a Cause
Kiran Dhamani (Manager Customer
Service Development) did her
Bachelor’s in Commerce and Master’s
in International Relations from the
Karachi University, and then joined the
Hamdard University for an MBA with
bi-majors in HR and Marketing. She
ascribes her academic wanderings to
the confusion of her teen years, but in
retrospect it all seems to have come
together very nicely. She has worked
with Citibank, DHL, Global Serve, and
Sybrid. Joining TCS in January 2012,
Kiran’s work involves training and
development of people, processes,
and technology, and she is solely
assigned to Customer Services.
“When it comes to customer service
management, I am a rebel and an
extremist. I confess,” says Kiran. “I
believe that all the soft stuff is actually
the hard stuff - quality, people,
relationships, core values, closeness
to the customer, and last but not least,
managing by wandering around. These
are the very keys of creating a
scintillating customer service
department. As a Development
Manager my aim is to work on
enhancing the customer’s first
impression of the company. That takes
place the instant one of our customer
service reps answers the phone or
sends an email. It’s the science and
art of the construction and execution
and maintenance of fantastic
beginnings.”
“At TCS every customer service team
member has one thing in common,”
says Kiran. “We all work for the
customer. Every time we serve a
customer, we ask ourselves: If I were
the customer in this situation how
would this experience feel for me? Did
my problem get resolved quickly? Did
the team member I contacted first
accept responsibility for making sure
I got what I needed? That’s what we
mean by customer service at TCS -
imagining ourselves as the customer
and treating every customer interaction
as a precious resource. When we
communicate with customers, we do
it with C-A-R-E. Consistent.
Approachable. Respectful. Empathetic.
Our strategy for delivering a great
customer experience contains our
aspirations for delivering excellence in
customer service.”
Customer Is King!
Listening to the voice of the customer
has never been more important. Today
the bar for standing out has risen
dramatically as products and services
become more commoditized, and
companies seek to differentiate
themselves through the customer
experience they deliver. We at TCS
believe that no matter how innovative,
our products and services alone will
not sustain our leadership in the long
run. What separates the ordinary from
the extraordinary in any industry is the
quality of the customer experience.
Onward and upward TCS Customer
Service!
The 7th Edition of the Consumers
Choice Awards was held at the Pearl
Continental Hotel Karachi, and
comprised the annual event of the
Consumers Association of Pakistan
(CAP). CAP is a non-government,
non-profit organization formed by
volunteer individuals who believe
in developing sustainable
consumption in Pakistan. Its
mission is to promote
environmentally sustainable
consumption by protecting,
enhancing, and articulating the best
interest of Pakistani consumers at
all levels of government and within
all sectors of society by creating
awareness of fair and ethical trade
practices. Its objectives are to
facilitate the development of
consumer groups at the grassroots
level, and to recognize good
corporate citizenry.
Also present on the occasion were
Rauf Siddiqui (Sindh Minister for
Industries), Yaseen Anwar (Governor,
SBP), Saadia Rashid (Chancellor,
Hamdard University), Wajid Ali Khan
Durrani (IG National Highway &
Motorway Police), and Mian Zahid
Hussain (President, Pakistan
Businessmen Intellectual Forum).
Kaukab Iqbal (Chairman, CAP)
informed the large gathering that the
Consumer Protection Act had been
legislated in the Punjab, Balochistan
and Khyber Pukhtoonkhwa provinces,
and said he sincerely hoped that the
Sindh legislature would follow suite
very soon. The CEO TCS Saqib
Hamdani was present on the occasion
along with Jamil Ahmed (TCS Vice
President BPR & Special Projects) and
members of the TCS Sales team.
www.tcs.com.pk 07
Why has the best yet to come? It is so because the full potential of TCS has
not yet been realized. This change shall manifest itself over the next couple
of decades because that’s how long it takes, and that is the reason for the TCS
focus on grooming its young people for it is they who will be in the driving seat
then. This in essence was the message that the Chairman TCS delivered at
two august gatherings recently. At the Management Association of Pakistan’s
annual conclave he had 20 minutes, moderated by seasoned HR practitioner
Haroon Waheed. The corporate audience was all ears, and would gladly have
spent the entire day quizzing this entrepreneur extraordinaire about how success
is achieved in a volatile environment like Pakistan’s. Alas! There was so much
else on the menu of the MAP Conference, and the time constraint didn’t allow
Mr. Awan to get into his stride.
At the Royal Aeronautical Society, in the company of his peers and specially
invited cross-section of young and bright sparks, Mr. Awan had a leisurely one
hour wherein he waxed eloquently on all that TCS was planning and implementing
in the service of the Pakistani nation, and the many philosophies that had
driven the phenomenal growth of his enterprise. “TCS is deeply imbedded in
the lives of 180 million people that have a tremendous economic potential. We
have a lot of catching up to do. Our young people will live in a time of tremendous
opportunity. We hope that our generation would have laid out an infrastructure
for our youth to build upon.”
Single Generation Organic Growth
Welcoming Mr. Khalid Awan, Air Marshal Arshad Saleem (Rtd), President,
Royal Aeronautical Society (RAS), said that it was incredible how TCS had
nurtured and built a household brand in a very difficult operating environment
in Pakistan. “This brand has built itself up to its present most admirable position
in the short span of just one generation. What has impressed me immensely
is that TCS has not borrowed from any financial institution. They have financed
their growth from their earnings. That is something one doesn’t normally see.
They have executed their organic growth successfully as evident in the stature
of their brand. Hats off to you Sir and your family for being able to do this! The
nation needs to learn from this model.”
From Courier to Banker
The hot and happening issue at TCS is its foray into the world of financial
services, and Mr. Awan’s appearance at both the MAP and RAS were in great
measure designed to raise the curtain before these select gatherings on what
is being billed as a major departure from the traditional TCS product line.
www.tcs.com.pk 09
Leveraging TCS Human Resource
“We have two means of reaching out to our customers,”
said Mr. Awan. “The first are the TCS mobile motorcycle
riders, numbering about 2500 across Pakistan. The second
are the TCS shops throughout the country that number 400.
We want to do more than just pick-up and deliver. Here the
main opportunity lies in the domain of financial services.
This has become possible with the advent of technology
and the foresight of the State Bank of Pakistan that formulated
four years ago the policy on branchless banking. This
tremendously increases the outreach of banks outside of
their physical branches deep into the communities both
urban and rural whom TCS is reaching out to anyway on
a daily basis”.
TCS is positioned to provide the banking and insurance
sector with that additional outreach for their many products,
said Mr. Awan. “Technology has made all this possible.
TCS Riders in the field have handheld devices that connect
them directly to the backend management teams. The bank
can now be available at your doorstep in physical form
offering saving products. TCS Riders can do disbursement
of loans and pensions. You can make government payments
or any other private payments right there and then. The
regulatory environment is now encouraging this kind of
intimacy with the customer for the financial sector. We can
service the insurance sector by selling their general and life
insurance policies. At TCS we just do not see it in terms of
physical delivery. It’s the all important human contact that
makes the difference in customer satisfaction in a
marketplace growing tired of talking into the phone or
standing in long lines.”
Self-employing Employees
To make the financial services business viable we must
have thousands of shops across the country, and not just
the 400 that we have at the present moment, says Mr.
Awan. “Naturally enough the cost of such an infrastructure
expansion would be prohibitive. TCS has come up with an
innovative scheme to overcome the cost hurdle. We are
franchising these shops, with the first hundred franchises
given to our own TCS employees who have spent their lives
with the Company and are now approaching retirement. It’ll
keep them in touch with the Company and allow them to
leverage their knowledge of their business in their post
retirement period. I did not do any particular selection of
people. I believe that one should be respectful of everybody,
and trust everybody, because at the end of the day 99.9
percent of the people want to make an honest and dignified
living. All one has to do is give people an environment in
which merit is appreciated, and they will respond in ways
that you haven’t imagined.”
Fostering Trust & Encouraging People to Grow
Inculcating entrepreneurship amongst its employees has
always been a human resource development area of major
emphasis at TCS, said Mr. Awan. “3200 of our work force
of 7000 are self-employed. A major success factor for TCS
has been this encouragement of entrepreneurship within
its employees. The first successful experiment in this regard
was in 1984, just one year after TCS was formed. We had
hired a lot of motorcycle couriers on fixed salaries, and they
would work long hours delivering from early in the morning
to collecting until late at night. Upon returning to TCS they
would submit their overtime vouchers since their day
extended well over the eight hours work day. I noticed there
was very little motivation amongst them, and by the end of
the day they presented a sorry sight, tired and despondent.
They were working all day on their own in the field with no
supervision and no incentive to actively market TCS products.
So we reinvented the model. We revoked their salaries and
employment contracts, and put them on a per shipment
incentive with a signed agreement to that effect. So the
more shipments they generated the more they earned. We
witnessed a sharp increase in business and happy faces!
They took ownership of their territories and started viewing
TCS customers as their own customers. It worked so well
that some of the couriers increased their earnings ten folds.
Our couriers in the more productive territories began earning
more than TCS general managers! This initiative was a
major factor behind the success of TCS. The culture of
entrepreneurship has fostered trust and encouraged people
to grow.”
All in the Family
TCS has a professional attitude and has its sights well into
the future, says Mr. Awan. “TCS is an honest business that
has grown organically. Our Information Technology setup
is world class. With all of this in place we are confident
about the future. I have shared with you my dreams. In the
future there will be many reasons for you to visit TCS. We
will be deeply imbedded in the lives of 180 million people
that have a tremendous economic potential. We have a lot
of catching up to do. Our young people will live in a time of
tremendous opportunity. We hope that our generation would
have laid out an infrastructure for our youth to build upon.
But first and foremost we focus on the development of our
own people at TCS, the education of their children, and
their care in retirement. The TCS people are part of our
family.”
Report filed by Adil Ahmad, Editor TCS Connect
www.tcs.com.pk 11
(December 2004 - March 2008),
National Manager Finance at DHL
Pakistan (January 2001 - October
2004), Accounts Officer DHL Pakistan
(1984-2001), and Accounts Executive
Guest Keen Nettlefolds (1976-82).
Amongst his skill sets Feroze cites
Customer Service, Accounting, Budget
Management, Business Strategy,
Performance Management, and
Organizational Leadership.
Feroze Ahmed
Head of Customer Services
feroze.ahmed@tcs.com.pk
Feroze Ahmed joined TCS in June
2010 as Strategic Business Head for
International at TCS Express and
Logistics, charged with Strategic
Consulting that included business plan
& sales strategy development, along
with advice on new business
opportunities and alliances. In August
2011 he was transferred to his present
position of Head of Customer Service
that involves the leadership and
management of all aspects of
Customer Service (Call Centre,
Customer Care, Priority Accounts
service, Selling).
Prior to joining TCS, Feroze worked
as Adviser at Services (June 2009 May 2010), National Manager Finance
& Admin at DHL Pakistan (April 2008
- May 2009), National Manager
Customer Service at DHL Pakistan
With a Masters in Commerce from the
Punjab University, Feroze attended
the Government Science College
Korangi in Karachi, demonstrating a
particular passion and talent for cricket.
He played first class cricket,
representing Multan and Karachi, and
led the Nobel Cricket Club for over 10
years, playing for Zone 5 (Korangi &
Landhi) in Karachi’s 7 Zones interzonal tournament, playing at the same
time as Tasleem Arif (Malir
Gymkhana), Mohsin Khan (Airport
Gymkhana), Liaqat Ali (National
Sports), Shafiq Papa, and Shafqat
Rana of the same era.
The highlight of Feroze’s cricket career
was the Patron’s Trophy played at the
National Stadium Karachi between
Multan and UBL in the 1974-75 Season
wherein a world record was established
between Irteza and Aslam Ali for the
2nd wicket partnership scoring over
400 runs for UBL. Feroze was the
wicket-keeper for the team that
received the drubbing, and also scored
44 runs in the match, his highest score
in first class cricket. His highest ever
score was 131 not out in a 20 over
match at a multinationals tournament
between DHL and another corporate
in 1993-94.
Born in 1952 at the Drigh Road
Pakistan Air Force Base, Feroze’s
father worked as a civilian fitter for
fighter jet engines. One of 5 brothers
and 5 sisters, he delivered newspapers
on a bicycle clocking 5 km every day,
and is rightly proud of being a self
made man. Feroze has been happily
married for 25 years, and has one
daughter Sara who’s done her ‘A’
Levels from Nixor, and has applied
overseas for an undergrad program in
Psychology. Wife Aziza Feroze (BA,
Government College for Women,
Karachi) worked for TCS until 1997.
Feroze loves traveling, and has
traveled extensively with his family
both in Pakistan and overseas. His
road trip from Chicago to the Niagara
Falls he cites as his most memorable,
as also his visits to Hunza, Gilgit, and
Shangri-La in Skardu.
12 Angy Men is Feroze’s favourite
movie, as also is ‘Dil tou Pagal Hai’.
Amir Khan is his favourite actor along
with Al Pacino in Scar Face. Daal
Chawal are his favourite food, along
with fried fish made by his wife. He is
an occasional reader, and likes
watching sports on television with
football, basketball, table tennis in
particular. Whatever happened to
cricket?!
Ladies and Gentlemen,
Feroze Ahmed at your service!
Highly focused, profit-oriented, and successful business
professional/logistician. That is how his biodata describes him. Fakhar
Ahmed Khan’s tenure with TCS has spanned two timeframes. From May
1997 to June 2002 and January 2003 to the present and beyond. In
between for six months he worked for Unilever Pakistan as their Manager
Distribution based in Hyderabad. He is presently working as Key Account
Head based in Karachi, and multitasking is something not alien to him.
Fakhar started his career at the entry level after joining TCS in its Sahiwal
Area which now stands merged with the Multan Area. His assignments
in TCS have included Retail Sales, Operations, Customer Services, and
he has held the positions of Station Manager, Sales Manager, Regional
Manager Logistics-South and Corporate Sales Manager in TCS.
Born on the 7th of July, 1976, Fakhar brings over 15 years of sales
experience in diversified divisions with a verifiable track record of successful
profit sales. His colleagues describe him as a flexible leader, recognized
to be honest, straight forward, and highly committed. His strength lies in
being a strategic thinker capable of quickly grasping and translating ideas
into logical work-flows, coupled with the ability to motivate team members
to achieve the desired goals.
The expert level skills that his career engagements have developed within
him comprise Courier/Parcel Operations Management, Sales Management,
Line Haul/Air & Ground Freight (Inland), Technical &HR Management,
Corporate Negotiations, Customer Negotiations, Team Building, Leadership,
Negotiation, Logistics, Analytical Thinking & Creative Problem Solving.
Fakhar’s education was received in Bahawalpur and he did his Bachelors
from the Islamia University, following it up with an eMBA in Marketing
from the Preston University in Karachi. He is MS Office qualified, and a
Certified Logistics, Transportation and Distribution Specialist (By Tutlage
UAE based certified by WTO and UNO).
Happily married with two kids, Fakhar’s son Dilawar Wajih Khan is attending
Nursery, while little Aaminah is waiting for admission. Fakhar’s interests
extend to reading, writing, surfing the Internet, watching movies and
listening to music. His favorite movie star is Pierce Bronsan, and he is
partial to the 007 series.
Ladies and Gentlemen,
Fakhar Ahmed Khan at your service!
www.tcs.com.pk 13
Courage in the face of adversity is
putting it mildly when describing
Sarmad Tariq. His has been a courage
that defies description, and the
adversity that he has faced and
overcome has been of gargantuan
proportions. His self-narrated life story
recently posted on www.youtube.com
under the title He unlearnt the word
impossible! brought back memories
from eight years ago when TCS cosponsored his world record setting
drive across 1850 kilometers in 32
hours. Sarmad Tariq is a quadriplegic
and paralyzed from the shoulders
downward. I was there that night at
the Royal Rodale Club on the shores
of the Arabian Sea in Karachi when a
tired but ecstatic Sarmad brought his
customized Honda City to a halt in the
midst of resounding applause and a
showering of rose petals by a large
gathering comprising his family, friends,
supporters and admirers.
across a canal, and I took off my shirt
and dived in head first. There was just
two and a half feet of water and I broke
my neck in three places. I was
paralyzed from the neck down,” says
Sarmad in the video. That was the
beginning of Sarmad’s ordeal that
would have felled most mortals. "We
handicapped may have to take the
long road at times but we do arrive.
The red ‘Beyond Elastic Limits’ flag
and the green Pakistan flag marked
the outer edges of his car’s tailfin. The
message was both basic and very
profound. Pushing the envelope, no
matter how elastic, is no longer
sufficient. Thinking and operating
outside the box, and accepting no limits
on what can be accomplished applied
in equal measure to both a quadriplegic
in the shape of Sarmad Tariq, as well
as the Pakistani nation.
Plenty of Silver Lining in this
Storm Cloud
from the shoulders downward. In this
condition I made a world record by
driving from the Khyber to the Arabian
Sea in 32 hours. I was the first
Pakistani to represent Pakistan in the
New York Marathon on a wheel chair
and came back with a finisher’s medal.”
Remember that," says Sarmad Tariq,
and carries on to explain the dynamics
of his predicament and how he has
set about getting ahead.
“My name is Sarmad Tariq and I am
Pakistan. Sarmad means ever lasting.
I appreciate life a lot, and I would like
to leave a legacy so that people who
Heavy Price for a Moment of
Youthful Reckless Abandon
“When I was 15 years old I was aspiring
to become a boxer with the Olympics
as my objective. During my summer
vacations after completing Matric (High
School) I was visiting my cousins in
Gujranwala, and while driving we came
know me or have come to hear my
story live their lives to the fullest. I see
myself as a story teller, and my
expertise in story telling revolves
around my own story. I am paralyzed
When he gets up in the morning
Sarmad says that he takes between 3
to 4 hours to get ready. “People ask
me why I work so hard and put myself
through such difficulty every day. I feel
very strongly that if I spend a day in
bed then it is me who is losing out
because people’s lives will carry on
and the world will keep moving ahead.
Moreover, staying in bed will depress
me even further. The responsibility for
my life is mine and mine alone, and
it’s up to me whether I make a success
of it or a hash of it.” So true.
Report filed by Adil Ahmad, Editor,
TCS CONNECT Customer Magazine
For three days over the
weekend the TCS Double
Dozen opened wide the
windows to their minds, and
let in the light that emanated
from Suleman Ahmer’s
particular brand of wisdom.
Given his garb of distinctly
Islamic pedigree, made
resplendent with a
regulation beard, a casual
observer could not have
been faulted for mistaking
him for a militant fundo,
which he is actually, given
that he advocates a focus
on the fundamentals that
tend to go missing in the
daily mad dash for
sophistication in detail, as
well as the fact that he is a
veteran of seven wars
wherein he handled medical
projects and relief work.
“If you want to build a ship
then don’t herd people
together to collect wood and
don’t assign those tasks and
work, but rather teach them
to long for the endless
immensity of the seas.” This
saying by Antony D. Sevint
adorns the cover of the
Timelenders hefty manual
containing the coursework
for the three days
workshop, and
encapsulating the
philosophy of strategic
vision. On page two
appeared another piece of
pertinent advice, this time
offered by Khalil Jibran. “To
understand how great a
person is, look not at what
he has already achieved,
but at what more he aspires
to do.”
Suleman Ahmer’s discourse
was liberally peppered with
case studies and examples
from the field, as well as
thought provoking exercises
that forced the mind to step
outside its comfort zone,
outside-of-the-box as it
were, not a particularly
pleasing prospect for hard
working executives looking
forward to a relaxed
weekend to rejuvenate and
replenish their spent
energies. But if engaging
with Suleman Ahmer made
for mental exhaustion, it
also brought with it an
uncommon exhilaration that
charged the executive
batteries in no uncertain
manner.
not possible to envision in
times of war and reactive
situations. “Pakistan is a
land of immense opportunity
precisely because it has so
many problems. Pakistanis
are unpredictable, and that
scares the world. The brain
absorbs information quickly
and permanently if it is in
the right context. Team
players need to be on the
same page and achieve a
consensus on the meaning
of words.”
to address this complex and
important subject. It is
beyond the purview of this
piece to get into the nitty
gritty of the workshop.
Suffice it to end here on two
quotes from the workshop
manual. The first from Helen
Keller says ‘it is a terrible
thing to see but have no
vision.’ The other, by Joel
Barker, says ‘you can and
should shape your future;
because if you don’t
someone else surely will.’
Indeed.
Identifying a clear and
meaningful vision is critical
in achieving personal and
organizational success
and excellence, says
Suleman, whose design
of the workshop is meant
to provide the
fundamental paradigms,
tools, and the language
“If you don’t sweat in peace
you will bleed in war,” said
Suleman, adding that it was
www.tcs.com.pk 15
In a highly focused session that dealt in creating catalysts
and transformers, Octara Associate Dr. S. A. Rab put
the TCS Rising Stars through their paces, dwelling upon
team building and the leaving of a legacy for generations
to come. His qualifications extend to both medicine and
management, a unique mix of MBBS, MBA, and Certified
Master Trainer from Ashridge in the UK. His particular
interests lie in Behavioural Psychology of Learning and
the Transfer of Training.
“The greatest challenge in the life of a Rising Star is
effective communication,” says Dr. Rab, citing a passage
from the Holy Quran that lays stress upon this aspect.
“Oh Lord, expand my breast, make easy my task for
me, remove the impediments from my speech, so they
can understand what I say.”
Moving from dependence to independence requires the
being of proactive, beginning with an end in mind, and
putting first things first. Moving from independence to
interdependence requires a win-win thinking, seeking
first to understand and then to being understood, and
the generation of synergy.
Rising Stars by definition are principle centered leaders
who build teams that deliver. Principle centered
leadership delivers at four levels – personal
trustworthiness, interpersonal trust, managerial
empowerment, and organizational alignment. The five
dysfunctions that a team can suffer from are inattention
to results, avoidance of accountability, lack of
commitment, fear of conflict, and absence of trust.
“Selling intangibles you touch people’s lives with your
services,” says Dr. Rab. “Service is an attitude, a state
of mind. Training is not an expense, it’s an investment.
Attract, develop and retain best in class performers,
and that is what TCS is doing. The sales reps can
empathize with the customer, and this program is all
about developing their sense of empathy. It is about
having the passion and the heart, and if you can harness
this then you unleash the tremendous potential of your
people.” Onward Rising Stars!!
Since its inception TCS has been blessed with hardworking and
honest people who have made possible the success that TCS
enjoys today. Back-2-Future (Re-Energizing Experience) is a
program that honors the valor, effort and loyalty of our golden
people who have invested the best years of their lives in TCS. It is
a re-orientation program for our seasoned employees, people constantly
engaged in their workplaces and who have not been able to get the
exposure and growth that we would have liked them to. Back-2-Future
brings our veterans from various parts of the TCS Network to the Head
Office in Karachi, where Heads of Departments share their departmental
presentations, and the participants visit different departments at the Saqib Hamdani
Building as well as the TCS Warehousing facilities, Area Offices and Retail Centers. It is
a complete re-orientation program that brings our veterans up to speed, for indeed, TCS is
forging ahead at great speed.
www.tcs.com.pk 17
key issues concerning maltreatment
of animals in South Asia.
A sister concern of CMC, SouthAsia
Magazine has recently been
nominated for the US Genesis
Award presented by The Humane
Society of the United States, in the
Outstanding Written Word - Brigitte
Bardot International Print category.
CMC owns SouthAsia Magazine and
it focuses on foreign policy, political
and business issues in the SAARC
region. It is the only Asian nominee
to make it to the US Genesis Awards
list. The other two nominees include
The Independent (UK) and The
Sunday Times (UK). The Genesis
Awards pay tribute to the major
news and entertainment media
for producing outstanding
works that raise public
awareness of animal issues.
magazine in Pakistan" by Steve
Valentine, star of the film 'Crossing
Jordan' and a noted animal rights
activist who
commended the
magazine for
bringing out
Syed Jawaid Iqbal (President & CEO,
CMC) is a proud man, and says that
by raising issues of various concerns
in the region, SouthAsia aims at
providing a cohesive analysis and
draws attention to issues that otherwise
remain absent from mainstream media.
The magazine also has a strong online
presence. “This achievement is a proud
moment for CMC and adds to the
feathers in CMC's cap. All divisions of
CMC continue to excel and we would
like to thank you for all your support.”
Well done
SouthAsia!
SouthAsia has earlier won the
US Genesis Award in 2007,
when it was described as
"the equivalent of Time
CELEBRATING
JAHANGIR
Tracing the exact origin of any
sport is far from easy, and Squash
is no exception. The game
developed from 'rackets' which
appears to have been first played
in the walled yards of London
taverns and prisons in the early
19th century. Inexplicably, in the
1820s, 'racket' travelled a few
miles northwest, to the infinitely
more sedate surroundings of
Harrow school. Sometimes in the
next decade, by accident, a softer
ball than the one used normally in
'rackets' found its way onto the
courts at Harrow. Thus, two slightly
different variations of the same
theme known as 'harder' and
'squash' - depending on the ball
used - began to develop. In 1850,
two roofless courts were built at
Harrow school. In 1864, when a
covered court was erected and
four squash courts appeared on
the site of the earlier roofless
versions, the two games took on
entirely separate identities.
Jahangir Khan never went to
Harrow school. He would have
enjoyed it if he had. Born in
Peshawar on December 10, 1963,
the youngest and the smallest size
of four children. Jahangir was a
sickly child. Luckily, his father's
employment in the Pakistan Navy
gave him access to the Naval
hospital.
Inspired by his father Roshan and
his elder brother Torsam's
Young and very athletic Ladies from Karachi, Lahore,
Islamabad and Peshawar. (L to R): Amna Latif
(Islamabad) in white; Sadia Gul (Peshawar/WAPDA)
in black with scarf around her neck (finalist); Faiza
Zafar (Karachi) in red t-shirt (lost in the semi-finals to
2nd seed Samar Anjum from Lahore); Aroma Butt
(Lahore) in black; Rifat Khan (seeded number 1,
Lahore) in black and yellow (lost to Sadia Gul in semis
- walkover due to injury after 2nd game); Fatima Munir
(Lahore) in pink and horizontal silver stripes.
Rifat Khan is the national ladies squash champion, and studying in the My
School System in Lahore in class 7. She’s the daughter of Iftikhar Mohammed Khan
(international boxer turned boxing coach). Her favorite subject is Urdu. Her elder sister
Gul Zaman Khanum played squash for 4 years and wore the Pakistan colors. Rifat started
playing squash, inspired by her sister. She wants to play professionally and rise to the
top of the world rankings, and pursue her studies alongside. Presently she is only devoting
one hour to her studies and playing squash for the rest of the day. She is drawn more
to Urdu prose, not poetry. Rifat loves pizza, and mixed veggies. Her father wakes her
up at 5am and then she does track work, and does the skipping rope in the evening.
3000 skips! Rifat’s favorite movie is ‘Mujh Sey Dosti Karo Gi’ with Kareena Kapur and
Hrith Roshan. She’s been sponsored by the Zarai Tarakiyati Bank Limited (ZTBL) for the
last two years. Roshna and Zoya Khalid are the other two girls in the ZTBL ladies squash
team. More business houses need to step up and lend a hand.
success, Jahangir was seized with a
fierce desire to make a name for
himself. He ignored the doctor's
strictures and made the squash racket
and ball an integral part of his life. He
confined himself to the four walls of
the squash court, a case of passion
driven voluntary imprisonment for many
years to come. Jahangir relished the
stress and strain, and his dedication
bore astounding fruit when he won the
World Amateur Championships in
Australia in September 1979, when he
was not yet 16. Jahangir became the
youngest ever World Amateur
champion. He put the world on notice
that the Khan dynasty would continue.
A few weeks later his elder brother,
coach, trainer confident and best friend
Torsam collapsed and died during a
game in Adelaide. Jahangir’s grief
provided the sort of emotional resolve
and impetus which can be critical in
the making of world champions. Then
Jahangir worked like a possessed man.
He gained the world number one
ranking by beating the Australian
phenomenon Geoff Hunt in the World
Open final in December 1981 and he
was still 11 days short of his 18th
birthday.
Throughout
the next decade
Jahangir held
complete sway over the world of
squash. He became the first ever
dollar-term millionaire the game has
produced. Jahangir's six World Open
titles, and his record 10 British Open
crowns, have earned for him an
enduring place in the squash hall of
fame.
adil.ahmed101@gmail.com
www.tcs.com.pk 19
ZONG at TCS
TCS Head Office was privileged
to receive its valued customer
ZONG represented by its Chief
Commercial Officer Sajid
Mahmood, Zahir Shah (Director
Sales & Development), Gu Bin
(Manager Sales & Development),
Zhao Peng (Deputy Director
Marketing), Ali Haider (RSM
Karachi), and Abdul Rehman
Farooqui (ASM SC South). TCS
was represented by its CEO Saqib
Hamdani, Rizwan Hafeez (VP
Strategy & Retail), and members
of the TCS Top Team Rao
Salman, Shaukat Abbas, Khalid
Dar, Asif Ahmed Khan, and Qasim
Qayyum.
It was a very competitive, action packed Final, even if the objective was
to provide an opportunity to the TCS Family to meet and engage each
other in some good old fashioned entertainment in the midst of a hectic
work life. Poetic irony that East met West in the Final, and East prevailed.
Karachi East won the toss and elected to bowl first. Karachi West went
ballistic and scored 107 runs in the allotted 8 overs, losing 4 wickets in
the process. A big total indeed. Karachi East, however, was not intimidated,
and successfully chased and overhauled the target in the 7th for the loss
of 5 wickets after first witnessing a collapse of their top batting order in
early stages of their innings. Asif Rafiq, bowling for Karachi West scored
a hatrick in the 2nd over of the innings, putting Karachi East on the
backfoot. But Arsalan of Karachi East played a marvelous knock and
made an unbeaten 54 runs to take his team to victory, and was declared
man of the match. Zahid Ali Khosa of Karachi West was declared best
player of the Tournament.
Earlier the 1st Semi Final was played between Karachi West and the
MMS teams. The MMS team batted first and made 60 runs for the loss
of 8 wickets. Karachi West chased the target easily in the 7th over and
won the match by 7 wickets. The 2nd Semi Final was played between
Karachi East and the Logistics teams. Logistics batted first and made 71
runs for 5 wickets. Karachi East chased and overcame the target in the
5th over and won the match by 8 wickets. In all 8 TCS teams participated
in an 8 overs a side match. Great fun!
It was a ‘band baja’ affair and the festive
atmosphere was clearly visible as four Bayliner
speedboats whizzed up and down Chinna Creek
carrying beaming parents and their kids. The
Bayliners churned up the polluted waters as they
sped past the sturdy and ever so elegant
mangroves that have withstood the ravages of
time and an ever increasing population that
engages in illegal logging. The presence of two
cleanup boats with a crew of six engaged in
retrieving garbage dumped in the water spoke of
an enlightened mindset at work, finally.
Shahid Firoz, the CEO Port Grand, was in full
flow engaging the large number of guests invited
to an occasion that has held a special place for
him both as an environmentalist, and as someone
who passionately believes that the only way
forward for the city of Karachi is to arrest and
reverse the degradation of its public spaces. Port
Grand has brought about a paradigm shift in the
Native Jetty area, turning it around from a foul
smelling hangout for junkies and such to a highend recreational facility.
Chairman Karachi Port Trust Muhammad Aslam
Hayat graced the occasion as chief guest, and
promised the gathering that the Chinna Creek
mangroves would be developed. He invited
entrepreneurs to come forward with plans for
recreational activities in the Creek. Clearly before
any meaningful recreational activity can take
place in the Chinna Creek backwaters a mammoth
effort to stop the dumping of untreated sewage
and chemical waste into the harbour, and clean
up the water, will first have to be launched. Where
there is a will, there is a way. Port Grand is a
living example of what an individual can achieve
given the passion and purpose.
www.tcs.com.pk 21
Ulphat & MSA Hold Third Free Medical Camp of the Year .... WSPC Lends a Hand .... Baba Island’s Naved Aslam Plays
Host .... 831 Patients Examined by Team of 12 Volunteer Doctors .... 281 Men & 550 Women & Children .... Free Medicines
Provided by GSK, ICI & Pfizer .... Fishermen Lament Annihiliation of Fish Species Due to Use of Katra Nets by Unscrupulous
Elements in Indus Delta Creeks .... Fishermen Lament Skin Disease Prevalence Due to Heavily Polluted Harbour Water
Due to Massive Discharge of Untreated City Sewage & Chemical Waste .... MSA Treats Volunteers to Special Treat –
Harbour Cruise Onboard MSA’s Hitech Fast Response Boats .... Editor TCS Connect Shoots 190 Snaps. Very Humid and
Very Sweaty Operating Environment .... Knackered But Renewed!
ULPHAT - Dr. Nuzhat Faruqui leads the Unified Liaison for Promotion of Health & Advanced
Treatment Welfare Organization for those who cannot afford the cost of treatment. ULPHAT
focuses on pediatric complex congenital cardiac defects, reconstruction of congenital
anomalies (non-cosmetic), complex gastro-intestinal and urological disorders, and pediatric
orthopedics. For donations Meezan Bank, Bilawal Chowk Branch, Account # 01210100451855, Swift Code MEZNPKKA
WSPC - Dr. Iffat Yazdani leads the Welfare Society for Patient Care that aspires to enhance
the quality of life of patients suffering from kidney problems primarily by providing free
dialysis to those who cannot afford the cost of treatment. For donations United Bank
Limited, Avari Towers Branch Code 0598, Account # 0105339-9, Swift Code UNILPKKA
Pakistan’s first online bi-lingual magazine
on Contemporary Art brought together a
nice mix of Karachi’s art enthusiasts at the
Port Grand Club House very artfully done
up in itself. With Nafisa Rizvi as its editor
and Fawzia Naqvi (CEO, Al-Nissa
Communications) as the Editor-in-Chief,
the launching ceremony had for its keynote
speaker William Lawrie, former director
Contemporary Middle Eastern Art at
Christie’s Auction House and co-founder
Lawrie Shabibi Gallery in Dubai. He said
that he had found an amazing sense of
humour in Pakistani artists, and had met
30 artist in 5 days, an experience which
he described as ‘exhausting but
exhilarating!’ More power to Pakistani art.
www.artnowpakistan.com
www.tcs.com.pk 23
Express your Sentiments through
Sentiments Express with a fresh bouquet
of flowers, a personalized gift or a box of
fancy chocolates to your loved ones in
Pakistan, UAE and UK.
To book your orders:
Visit your nearest TCS express centre
Order online: www.SentimentsExpress.com
or Call: 111 123 456
Dubai - UAE
TCS Express Worldwide LLC
#5, Abdullah Rashid Muhammad Saif Building,
Rashidya, Umm Ramool, P.O. Box 29575, Dubai, UAE
Tel: +(971) 4 285 8556, Fax: +(971) 4 285 8560
www.tcsuae.com
TCS Express Center
Shop # 7, Hassan Majid Mohd Building
Frijmurar, Deira, Dubai, UAE
Tel: +(971) 4 285 8556, Fax: +(971) 4 285 8560
www.tcsuae.com
Abu Dhabi - UAE
Fardous Building, Al Salam Street
P.O. Box 54525, Abu Dhabi, UAE
Tel: +(971) 2 677 8600, Fax: +(971) 2 6779800
www.tcsuae.com
Sharjah - UAE
Al Arooba Shop # 24 & 25, Al Arooba Street,
Behind al Ansari Exchange, Rolla Square, Sharjah
Tel: +(971) 6 563 0563, Fax: +(971) 6 563 0562
www.tcsuae.com
London - UK
TCS Express Worldwide (UK) Limited
1000 Great West Road, Brentford,
Middlesex TW8-9HH, London, UK
Tel: +(44) 208 263 5715, Fax: +(44) 208 263 5716
www.tcsexpress.co.uk
Karachi - Pakistan
TCS House
Saqib Hamdani Building,
Iqbal Avenue, Jinnah International Airport,
Karachi 75202, Pakistan.
Tel: +(92) 21 111 123 456, Fax: +(92) 21 924 2830
www.tcs.com.pk

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